Forum Discussion

adale23's avatar
adale23
Joining in
6 months ago

unable to buy Stream on as a new customer

Hello,

Could you please clarify why the Stream box is advertised online but not available for purchase by new customers through the same medium?

I am in the process of setting up my mother on Virgin after her many years with Sky. As a current Virgin customer, I acquired a Stream box entirely online when it was first introduced, without any need for direct communication. Now, however, it appears that obtaining one for my mother necessitates speaking to a representative or engaging in a chat session. This discrepancy seems counterintuitive, as the product is prominently displayed alongside others that are readily available for online purchase. The current approach undermines the convenience of online advertising if the product cannot be seamlessly acquired through the same platform.

I would appreciate any assistance you can provide with this matter.

  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    6 months ago

    I imagine the requirement to liaise with a sales agent to get one is to facilitate an upsell of streaming content. 

  • Ashleigh_C's avatar
    Ashleigh_C
    Forum Team
    6 months ago

    Hi there adale23 

    Thank you so much for your post and welcome to the community forums, it's great to have you here. 

    I am so sorry that you have faced an issue arranging a stream deal for your Mum! Can I ask if you have been able to check the stream help page by entering her post code here?

  • Gary_B's avatar
    Gary_B
    Joining in
    3 months ago

    I to have had this issue, clearly advertised on the web site, sales team claimed it was now called flex and cost 5 a month instead of the no extra monthly cost for stream, this is obviously false advertising and I've logged a complaint with trading standards under the protection from false advertising act

    Virgin media is easily the worst company I have ever had to deal with, unfortunately for ultrafast I have no other option but will be off as soon as I do, horrible company 

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      3 months ago

      Hi Gary_B

      Our bundle line up changed on 14/10/24. If you're already on stream, nothing will change. 

      Flex is our new super-flexible TV option. 

      Flex is £5 a month and is currently advertised on our website here this comes with the stream box. 

      Could you please show us where you're seeing the free stream option without Flex for new TV customers advertised?

      Please pop back to us when you can.